Job Description Please Note:- 1. Selected candidate is required to work on-site at 5 days a week 2.Selected candidate must reside within two (2) hours of clients Headquarters in Woodlawn, MD 3.Onsite work will primarily be at the clients location, Monday - Friday. Hybrid remote work will be based on the client's defined requirements Position Description: - Provide escalation of requests and support issues that have flowed through the CCaaS Helpdesk team.
- Work directly with AWS and CCaaS Developers on issues, changes or updates that may be needed for existing services/call flows.
- Lead efforts in planning and preparing for CCaaS user migrations and transitions.
- Assist in the planning and implementation of new services or enhancement being rolled out to Field Offices.
- Assist in defining, maintaining and updating of CCaaS Standard Operating Procedures (SOPs) for incident management, ticket documentation, escalation, notification, and resolution.
- Specific to reviewing, planning and coordinating platform updates, upgrades or maintenance work as defined by the CCaaS Engineers.
- Assist CCaaS Shift Managers in developing and reviewing the service metrics and reporting to customers.
- Triage requests to ensure accurate transfers and escalation of customer requests or issues.
- Provide off-hour emergency support as needed.
Key required skills: Experience with IT Services Support, with using an IT Service Manager tool, developing and documenting customer requirements and application account/access management.
Requirements Basic Qualifications: - Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree.
- Must be able to obtain and maintain a Public Trust. Contract requirement.
- 7 years of experience in application or service planning and implementing.
- 5 years of experience as an application or account access administration and support.
- 5 years of experience providing hands-on IT Support services.
- 5 years of experience as an application or access administration platform.
- 5 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
- 3 years of experience using an IT Service Manager application for logging tickets and requests.
- Experience in developing Root Cause Analysis (RCA), service management, service metrics reporting.
- Ability to learn and provide guidance to lower service tiers.
- Must have strong communication and customer service skills
- Good Interpersonal skills that demonstrate the ability to communicate with customers.
Required Skills: - Extensive experience troubleshooting technical issues.
- Experience in providing a CCaaS Application support.
- Experience with using ServiceNow IT Service Management.
- Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
- Flexible and positive attitude with interest in learning new technical skills.
- Strong problem-solving skills and the ability to work in a fast-paced environment.
- Strong understanding of IVR terminology and services.
- High level of organization, reliability, and independence.
- Passion and understanding of technology.
Desired Skills: - Strong written and verbal communication; ability to engage customers and respond effectively to questions.
- Self-starter, highly motivated individual who adapts to a dynamic work environment.
- Strong attention to detail with an ability to operate effectively across multiple priorities.
- Prior Federal government experience